SMS Associate - Remote Position at Customer.io

About the Role

We are seeking an SMS Associate to join our team at Customer.io, a leading platform that empowers over 8,000 companies to send billions of messages daily. In this remote SMS Associate role, you will play a crucial part in supporting our customers as they onboard and scale their SMS messaging capabilities. You will ensure that customers can confidently register, configure, and launch SMS campaigns, making this an exciting opportunity to impact customer communication.

What You'll Do

• Manage end-to-end SMS onboarding workflows, including Twilio account setup, brand and campaign registration, phone number provisioning, and messaging service configuration.
• Intake, prioritize, and track SMS onboarding requests, maintaining clear timelines and launch readiness visibility.
• Perform initial reviews of customer opt-in flows and messaging configurations to ensure alignment with SMS compliance standards and platform best practices.
• Act as first-line operational support for SMS-related issues, troubleshooting errors and coordinating escalations when needed.
• Maintain clear onboarding documentation and continuously improve internal workflows to increase efficiency and reduce friction.
• Partner with CX, Technical Support, and internal stakeholders to ensure a smooth and consistent customer experience.

Requirements

• Experience supporting or onboarding customers in a technical or operational capacity.
• Familiarity with Twilio or similar communications platforms (SMS experience strongly preferred).
• Comfort working within structured operational processes while managing multiple concurrent requests.
• Basic understanding of APIs and webhooks.
• Strong written communication skills and a bias toward clear documentation.

Nice to Have

• Experience with SMS ecosystem concepts such as 10DLC, toll-free, short code, brand and campaign registration, or related compliance workflows.
• Experience investigating technical issues, reviewing logs, and identifying root causes.
• Exposure to messaging platforms where delivery, compliance, or regulatory considerations are critical.

What We Offer

• Starting salary for this role is $75,000 – $80,000 USD, depending on experience and subject to market rate adjustment.
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• 16 weeks paid parental leave.
• Unlimited PTO.
• Stipends for remote work and wellness.
• A professional development budget.
• And more!